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Product help

Help Centre (product)

This centre documents the ServiOara application itself: what each screen is for and what you can do there. Your organisation's own articles are not here; they live in the Knowledge Base (your organisation) module in the console. The two surfaces are deliberately separate.

Search help

Getting started3

DashboardThe landing screen of the ServiOara application; it summarises the last 30 days of ticket, work and quality activity plus the open tickets assigned to you.Help CentreProduct help for the ServiOara application itself: it explains what each screen is for and what you can do there. It is not your organisation's own articles.Global searchThe results screen behind the header search box; it finds tickets, knowledge base articles, quality records and contacts in a single search.

Tickets6

Ticket listThe main working list of every ticket in your organisation, with counters and filters.My ticketsThe ticket list filtered to the tickets assigned to you (the ?mine=true view).New ticketThe agent-side form for creating a ticket by hand, on behalf of a customer.Ticket detailThe working screen for a single ticket: the conversation, the reply box, metadata, actions and the timeline together.Canned replies (macros)The screen where you keep frequent replies, and the steps that go with them, as macros you apply with one pick on a ticket.Merging and linking ticketsExplains how to gather duplicate tickets into one, how to undo a merge and how to link tickets to other records.

Quality11

Quality recordsThe quality register: CAPA, change and requirement records with tabs, counters and filters.New quality recordThe form for opening a CAPA, change or requirement record; it reveals extra fields per type.Quality record detailThe working screen for a single quality record: actions, the effectiveness check, status transitions, approvals and the revision history together.CAPA, change and requirement registersThe quality module keeps three separate registers: corrective/preventive action (CAPA), change management and requirement tracking.Quality approvalsThe approval queue for quality records; a record submitted for approval waits here until a decision is made.Quality analyticsThe screen that analyses the quality register with AI; it is fed only by real records and shows as disabled when the feature flag is off.Quality importThe screen that imports legacy quality registers from an Excel or CSV file, always running a dry run first.Integrated management systemISO 14001 environmental aspects, ISO 45001 OHS risks and incidents, and ISO 27001 information assets and controls in one module.Environment (ISO 14001)The ISO 14001 aspect register: activity, aspect, impact, significance score and control measures.Occupational health & safety (ISO 45001)The ISO 45001 OHS risk assessments and incident register: 5x5 scoring, control measures, accident and near-miss tracking.Information security (ISO 27001)The ISO 27001 information asset inventory and control status: classification, owner and Annex A control tracking.

Quality management system36

Quality management system overviewThe home screen of the QMS: the modules that cover the ISO 9001 clauses, open and overdue records and the QMS tasks assigned to you.ISO 9001 clause mapExplains which modules and records of the application evidence clauses 4–10 of ISO 9001:2015.CAPA and actions from QMS recordsHow to open actions from audit findings, risks, suppliers, calibrations and objectives, and escalate them to a CAPA.QMS approvalsHow approvals of document versions, audit reports, supplier evaluations and management reviews work.Document controlThe list of controlled documents: revisions in force, review dates and the documents you still have to read.New documentThe screen to register a controlled document with its first draft, or to import your document list.Document detailOne document's revision in force, its revisions, distribution list and read matrix, approval and periodic review.Training and competenceTraining sessions and the yearly training plan: planned, held, awaiting effectiveness evaluation and closed sessions.New sessionThe screen to plan a training session with its type, competence, trainer, dates, material and attendees.Training sessionThe screen where you manage a session's status, attendance, scores and results, and the effectiveness evaluation per attendee.Competence matrixThe matrix that compares each person's current level in each competence with the required level and shows the gaps.CertificatesThe screen to follow personal certificates, their expiry dates and the ones about to expire.CompetencesThe competence catalogue, role and job title requirements, required documents and the competence evidence log.Internal auditsThe screen with the internal audit register, the month-by-month audit plan of the year and the findings summary.Audit programmeThe screen where you prepare the yearly internal audit programme on a process × month grid and send it for approval.Planning an auditThe screen where you plan a new internal audit with its kind, scope, criteria, processes, dates, checklist and team.Audit detailThe screen where you manage one internal audit's plan, team, checklist, findings, report and approval.Risks and opportunitiesThe screen listing the risk and opportunity register with score, level, treatment, owner and review date.Recording a riskThe screen where you record a new risk or opportunity with its description, process, owner and likelihood × impact score.Risk detailThe screen where you manage one risk's scores, assessment history, actions, acceptance and CAPA link.Risk matrixThe screen with the heat maps of the open risks where you configure the risk matrix.Supplier evaluationThe ISO 8.4 screen with the approved supplier list: every supplier's approval status, last score and next evaluation date.Supplier record (evaluation)The screen with one supplier's evaluation profile, all its evaluations, its CAPAs and the history of its approval status.New supplier evaluationThe screen for opening an evaluation of a supplier with a period, an evaluator and a criteria set.Supplier evaluation recordThe screen with an evaluation's score sheet, total, recommended and decided status, the period's figures and its approval.Evaluation criteria and score bandsThe screen for defining the supplier evaluation criteria sets, their weights and the bands that turn a total into a recommended status.CalibrationThe ISO 7.1.5 screen listing measuring instruments with their calibration status, next due date, provider and owner.New measuring instrumentThe screen for registering an asset as a measuring instrument, or a new instrument together with its asset.Measuring instrumentThe screen with one instrument's calibration data, status, open out-of-tolerance findings and calibration history.Calibration recordThe screen with a calibration's certificate, measurement points, tolerance verdict and the follow-up of an out-of-tolerance finding.Management reviewThe register of the meetings in which top management reviews the quality management system at planned intervals (ISO 9001 clause 9.3).New management reviewThe screen for planning a management review with its period, meeting, chair and participants.Management review recordThe screen where you manage one review's inputs, meeting minutes, decisions and approval.Quality objectivesThe screen where measurable objectives consistent with the quality policy (ISO 9001 clause 6.2) are followed as cards and as a list.New quality objectiveThe screen for defining a quality objective with its owner, target and warning value, measurement frequency and data source.Quality objective recordThe screen where you manage one objective's measurements, trend chart, closing and follow-up actions.

Work22

Work itemsThe main list of the work tracking module; it shows work items as a list or a board, with filters and export.New work itemThe form for opening a new project-linked work item (task).ProjectsThe project register that groups work items; it shows each project's open and overdue counts.Work item detailThe working screen for a single work item: comments, subtasks, actions and linked records together.Visit reportThe printable report of a field visit: visit details, assets, findings, the report form and the signature.My visits todayThe screen a field technician uses on the phone: today's planned and in-progress visits, the store address and one-tap check-in in one place.Working offlineThe concept article on how field teams record check-ins, photos, notes and signatures without a connection, and how they are sent.Field visitsThe list of planned, in-progress and completed field visits; each card shows the customer, the technician, the planned time and the linked ticket.New field visitPlans a field visit for a customer: pick the company, the technician, the time, a note and, optionally, the report form to fill in at the end of the visit.Field visit detailThe full record of one visit: check-in/check-out location, site contact, digital signature, photos, findings, the report form and the timeline.FleetYour vehicles, trailers and drivers in one register; document validity (inspection, insurance, ADR, SRC) is tracked with expiry warnings.Vehicle detailA vehicle's record, status and documents; validity terms are listed on the page.DriversThe fleet's driver register: contact, licence class, status and personal documents (SRC, psychotechnic, licence).Driver detailA driver's record, contact details and documents (licence, SRC, psychotechnic).ShipmentsThe full shipment lifecycle: record, vehicle-driver-carrier assignment, status timeline, tracking events, documents and proof of delivery.New shipmentCreates a shipment record: customer, route, mode and planned dates; vehicle and driver are assigned afterwards.Shipment detailEverything about a shipment: status history, tracking events, assignment, documents, proof of delivery and linked tickets.Warehouse stockA customer-scoped stock ledger: warehouse, stock owner, SKU and quantity; in/out movements update the line's balance.CustomsCustoms declaration records: regime, customs office, status, amounts and the linked shipment; a register, not an integration.Declaration detailA declaration record in full: regime, customs office, amounts, linked shipment and status history.Process guideThe always-on guide that explains how the whole system works, step by step, with diagrams and a play mode; open in every tenant.One flow's pageThe whole of one flow: the diagram, playback, stage cards and links to the screens and articles.

Facilities & Maintenance14

LocationsThe screen that shows the stores and locations in your scope with their open tickets, SLA breach rate, open work and last field visit.Store cardThe screen that shows one location's details, open tickets, open work and recent field visits.VendorsThe screen that lists subcontractors and suppliers with their approval status, service categories, regions, rating and open work, and where the cost approval threshold is set.New vendorThe screen where you register a subcontractor or supplier with its code, legal name, tax, contact, service categories, regions and contract details.Vendor cardThe screen where you manage one vendor's approval status, its performance computed from real work, its contacts and its technician accounts.Quotes and cost approvalThe concept article on preparing a vendor quote for a job, approving it against the threshold and invoicing it.AssetsThe asset register: equipment at your locations with its status, criticality, warranty and meters.New assetThe screen for registering equipment at a location and importing assets in bulk from the Excel template.Asset cardThe screen that shows one asset's details, status, meter readings, service history and changes.QR labelThe screen for printing an asset's QR label; scanning the label sends each person to their own screen.MaintenanceThe screen that shows due, overdue and upcoming preventive maintenance as a calendar and a list, and measures maintenance compliance.Maintenance plansThe list of every maintenance plan with its scope, recurrence, output, next due date and open/overdue counts.New maintenance planThe screen for creating a recurring maintenance plan for an asset, a location, an asset category or a location class.Maintenance planThe screen that shows one maintenance plan's rule, a preview of the next 90 days, its occurrences and its compliance.

Knowledge base4

Knowledge base articlesShows your organisation's own knowledge base articles; this is your content, not ServiOara's product help.New articleThe form for adding a knowledge base article; the Turkish body is required and English is optional.Team notesInternal notes only agents can see; they are scoped per workspace and never exposed to customers.Article editorThe working surface for a single article: metadata, language tabs, the translation lifecycle and revisions.

AI5

Email triageThe triage queue that puts AI suggestions for incoming email in front of a human; it is unreachable when the feature flag is off.AI review and approvalsThe queue where AI suggestions wait for human approval, plus the undo log of autonomously applied actions.AI draftsThe screen that generates quality and knowledge base drafts from closed tickets and puts them up for review.Voice assistantThe agent voice working surface; it produces suggestions on tickets by speech or typed command and never applies a change by itself.Voice notesThe screen that transcribes a recording and turns it into a note or evidence; you upload from the recorder or pick a file.

Reporting2

ReportsThe live reporting screen that aggregates ticket, satisfaction, quality and workload data for the selected period.Field visit dashboardThe dashboard of on-time arrival, time on site, geofence compliance, missing signatures and findings of field visits.

Integration6

Email accountsThe screen where the outbound (SMTP) and inbound (IMAP) email accounts are configured; ticket replies and the inbound email flow are fed from it.API tokensThe screen for issuing and revoking API tokens for external integrations; the plaintext is shown only once.WebhooksThe screen that manages webhook subscribers that notify external systems of events, and shows recent deliveries.E-mail quarantineThe screen where inbound mail that the inbox did not attach to a ticket waits for a decision.WhatsApp channelThe screen where WhatsApp Business numbers are connected, the webhook URL is taken, the connection is tested and message templates are synced.The WhatsApp 24-hour windowThe concept article on when free text can be sent on WhatsApp and how approved templates are used once the window is closed.

Configuration15

FormsThe screen that lists and creates the dynamic forms used for service requests, checklists and quality records.Form builderThe screen where a form's fields are added, ordered and tried out in a live preview.Service catalogueThe screen that manages the services picked when a request is opened, with their defaults and forms.DefinitionsDefine the statuses, priorities, categories, types, reasons, channels, units and the other pick lists of every module for your organization.Ticket settingsConfigure automatic closing, closing with open work, the customer reopen window and how e-mail becomes a ticket.Notification routingDecide organization-wide which channels each event uses and which roles are informed in addition.SLA policiesDefine first response and resolution targets by priority, category, workspace, company class and region.Business calendarsDefine working hours, time zone and holidays; SLA clocks run on these calendars.Status transition rulesDecide which status tickets, quality records, work items and field visits may move to, and under which conditions.E-mail templatesAdapt the subject and text of the e-mails the system sends, in Turkish and English.Approval flowsDefine who approves quality records, tickets and other records, and in which order.Approval delegationsHand your approvals to a colleague while you are on leave.Retention policiesSet how long each kind of record is kept and what happens when the period ends.Automation rulesThe list of rules that route, assign, notify and escalate tickets by themselves, with the escalation matrix.Editing an automation ruleThe screen where an automation rule's trigger, conditions and actions are defined and tried, and where its run log is followed.

Administration16

UsersThe screen that manages organisation members: invitations, role/company/workspace access and suspension all happen here.RolesA read-only screen showing the role catalogue and each role's permission count; roles are defined in code.CompaniesThe screen that manages customer and internal company records; companies set the scope of tickets and workspaces.WorkspacesThe screen that manages the workspaces which define teams and service scope.Organisation settingsThe screen where you manage the organisation's identity details and feature flags.Branding and themeThe screen where you set the tenant branding: colours, radius, density, default mode and the login message.Audit logThe screen that searches the audit journal recording every write in the organisation; secret fields are redacted automatically.Leads and demo requestsThe inbox that collects the leads and demo requests coming from the public website.AI settingsThe screen that manages provider profiles, policy, capability/autonomy, budget, usage and the AI feature flags.AI autonomy settingsThe screen where you manage how far AI may act on its own per capability, and the autonomous action log.AI quality dashboardThe dashboard that tracks the quality score, usage, problems, feedback queue and evaluations of AI runs.Identity provider (SSO)The screen where you configure enterprise sign-in with OpenID Connect or Active Directory/LDAP, map groups to roles and set the sign-in rules.SSO troubleshootingExplains what the enterprise sign-in (OIDC or LDAP) error messages mean and how to fix them.KVKK request detailThe screen where the identity check, deadline, answer, data export, erasure and consent records of one request are handled.KVKK requestsThe register of data subject requests about personal data, tracked with the statutory deadline, the identity check and the answer.New KVKK requestThe screen where a data subject request received by e-mail, KEP, letter or in person is registered.

Account (personal)3

NotificationsYour in-app notification inbox and the screen where per-event channel preferences are managed.Security and MFAThe screen where you manage your own account security; two-step verification is set up here.My licenceA read-only screen with your organization's licence terms, the modules it covers and the user, storage and AI usage.

Customer portal17

My tickets (portal home)The landing screen of the portal: it lists the tickets of your company that you can see, with their status, and is the shortcut to a new ticket.Creating a new ticketThe screen that sends a new request to the support team: service, subject, description, attachments and, if needed, the related asset.Ticket detailA ticket's conversation, resolution, field visits and your decision: reply, confirm or reopen the resolution, and rate the service.Searching help articlesSearch and read the knowledge base articles your organization publishes for the portal; the first step to solving a problem without a ticket.Support assistantA chat assistant that answers from published articles and your own tickets with sources; when it finds none it pre-fills the ticket form.Voice assistantAsk your question by voice: the recording is transcribed and the knowledge base is searched; if there is no answer, one button opens a ticket.My locationsThe tree of stores and locations you can access, each with its region, city and number of open tickets.Location detailA store's open tickets, contact details and opening hours, and its upcoming maintenance.Our equipmentThe list of registered equipment at your locations; search by code, name, brand or serial number.Asset detailAn asset's register entry, maintenance state and service history; report a fault from here.My personal data requests (KVKK)Ask for access to, correction or erasure of your personal data, object to its processing or ask for a copy under KVKK, and follow the status.My shipmentsYour company's shipments: status, route, planned delivery and delays; open one to follow its tracking.Shipment trackingOne shipment's whole journey: status history, tracking events and documents in order.My stockYour company's stock lines and movements: SKU, quantity, unit, location and threshold status.My customs recordsYour company's customs declaration records: regime, status, declaration date and amounts.How it worksThe step-by-step guide to the portal: the ticket journey, shipment and stock tracking.One flow's page (portal)One flow in full: the diagram, playback and stage cards.